Patient Access Navigator III

Cooper Norcross University Hospital • Camden, NJ

3d • $23 - $37

About The Position

Patient Navigators provide a centralized point of access to physician and radiology services across multiple disciplines, including Internal and Family Medicine, Pediatrics, Orthopedics, Cardiology, OB/GYN, Endocrinology, Rheumatology, Gastroenterology, and Pain Management. The role delivers an exceptional experience to patients, customers, and physicians contacting the Access Center by facilitating access throughout Cooper’s provider network.

The Patient Access Navigator III provides support to Access Center management with escalations, patient complaints, new-hire onboarding, and training or cross-training. The position also provides technical and operational support for designing, developing, delivering, and evaluating systems and training programs in the Patient Access Center. It supports the Learning and Quality function through training, quality monitoring, and review of individual or team audit reports to identify training needs. The role serves as a subject matter expert and provides high-quality customer service in accordance with Cooper University Hospital and departmental policies and procedures.

The position requires a service-oriented, technically capable professional who can multitask, communicate effectively, work collaboratively in a fast-paced environment, and maintain a professional demeanor. Varied hours or shifts may be required as business needs change.

Requirements

• High school diploma or equivalent required.
• At least 2 years of direct experience in customer service, a contact center, or scheduling; healthcare experience is preferred.
• Strong technical proficiency, including use of the Internet, Excel, Word, and Outlook.
• Excellent oral and written communication skills, including the ability to present relevant information and directions in an organized and concise manner.
• Ability to analyze issues, identify appropriate resolutions quickly, and make sound decisions.
• Excellent time-management and organizational skills, leadership aptitude, and ability to work as a motivated, decisive self-starter and problem solver.
• Ability to adapt and learn quickly in a fast-paced, changing environment and work collaboratively as a team member.
• Ability to handle more physician specialties than the required number for a fully functional Navigator 1.
• Ability to work varied hours or shifts as business needs change.
• Ability to wear a telephone headset and manipulate objects such as a pen, keyboard, and mouse.

Nice To Haves

• Preferred 1–2 years of experience with Acombina, including troubleshooting and testing.
• Experience or knowledge in central scheduling, medical terminology, insurance verification, registration, or a hospital or physician office.
• Knowledge of EPIC systems.
• Bilingual skills.

Responsibilities

• Facilitate patient access to physician and radiology services throughout Cooper’s provider network.
• Provide high-quality customer service to patients, customers, and physicians who contact the Access Center.
• Support Access Center management with escalations, patient complaints, new-hire onboarding, and training or cross-training.
• Provide technical and operational support in the design, development, delivery, and evaluation of Patient Access Center systems and training programs.
• Support training and quality monitoring across the Patient Access Center.
• Review individual or team audit reports to identify training needs.
• Serve as a subject matter expert and follow Cooper University Hospital and departmental policies and procedures.
• Assist co-workers with patient escalations and handle customer complaints independently.
• Maintain or exceed the quantitative and qualitative performance metrics and expectations defined for the position.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED